Detroit Metro has achieved the highest customer ranking among major airports, according to J.D. Power’s 2023 North American Airport Satisfaction Study.
In the meantime, overall customer satisfaction at airports ticked up slightly compared to a year ago.
“It has not been an easy year for North American airports, but major capital improvements they’ve made over the last several years and new investments in getting food, beverage and retail operations back up and running at full capacity have helped them manage the crush of passengers,” said Michael Taylor, J.D. Power’s managing director of travel, hospitality and retail.
Flyers ranked Detroit as their favorite major North American airport with a score of 800 on J.D. Power’s 1,000-point scale, an improvement from its third-place finish in 2022. Last year’s winner, Minneapolis-St. Paul, finished second with 797 points. Las Vegas’ Harry Reid Airport came in third with 787 points.
At the bottom of the list for major airports is perennial cellar-dweller Newark, which scored 732 points.
Tampa held its position from 2022 atop the J.D. Power survey for large airports, with 832 points. Philadelphia recorded the lowest satisfaction score in the large airport category, also repeating from 2022.
In the medium-sized category, Indianapolis was also a repeat winner, with a satisfaction score of 843.
The study found that overall satisfaction among North American airport customers inched up to 780 this year from 777 last year. However, that’s still well down from the 2021 satisfaction ranking of 802 on the J.D. Power 1,000-point scale.
The study measures satisfaction in six categories: terminal facilities, airport arrival and departure, baggage claim, security check, check-in and baggage check, and food/beverage/retail.
J.D. Power noted that New York LaGuardia is an example of an airport that has seen customer satisfaction improve considerably after a remodel. This year, LaGuardia was in the middle of the ranking for large airports, up from last in 2019. LaGuardia has now completed the bulk of a $9.2 billion overhaul.
The study was based on responses from more than 27,000 U.S. and Canadian residents who had flown within 30 days of being questioned and was fielded from August of last year through this past July.
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